How to add Zingtree Session Data to a Zendesk ticket form:

  • Updated
  • You can use Zingtree with Zendesk's New Request Form to view your customer's Zingtree session history side-by-side with any ticket they submit. This requires using the Zingtree Zendesk app, and adding some code to your Zendesk New Request Form template.

    Here's how to add Zingtree Session Data to a Zendesk ticket form:

    1. Log into your Zendesk account.
    2. From the top-right icon, choose Guide:
    3. Now choose Guide Admin at the top:
    4. Click the view icon in the left sidebar:

    5. Click view theme for your active theme:
    6. Click the Edit Code button:
    7. Under Templates, select new_request_page.hbs:

    8. Add this code to the bottom of the HTML:

      <script src="https://zingtree.com/api/zendesk-new-ticket.js"></script>

      Your edited data should look something like this:



    9. Click Publish.
    10. The sample Zendesk integration in the Zingtree gallery shows a tree that opens a Zendesk ticket from a button click. You can examine this tree, view it, and copy it to your own Zingtree account.
    11. In Zingtree, when launching your form using a Link node, be sure to include #‌session# in the URL. Example:
      https://mydesk.zendesk.com/hc/en-us/requests/new?session_id=#‌session#

     

    Next, install the Zingtree Zendesk App. If you're an Enterprise user, you'll want to do this from the main hub.

    1. Download the app here.
    2. Open your Admin panel in Zendesk, and click Manage under Apps.
    3. Click the Upload App button.
    4. Enter "Zingtree" as the app name.
    5. Click Choose File, and locate the ZIP file you downloaded previously.
    6. Click Upload.
    7. Click the Install button. (Leave the other defaults set.)

    Now, when you're looking at Zendesk tickets, click the Apps button at the top right of the screen to show the Zingtree app. Try it!

    Troubleshooting Tips

    If no Zingtree data appears in the Zendesk ticket, make sure:

    • You are direct linking to the Zendesk form. If you access the support form from a drop-down, then the session data will not be passed along.
    • Make sure the Zingtree Session ID field is a part of your form. This is installed in the default form, but other custom forms may need this manually added. (Note that including the Zingtree Javascript will hide this field from view to your end-users.)

  • You can use Zingtree with Zendesk's New Request Form to view your customer's Zingtree session history side-by-side with any ticket they submit. This requires using the Zingtree Zendesk app, and adding some code to your Zendesk New Request Form template.

    Here's how to add Zingtree Session Data to a Zendesk ticket form:

    1. Log into your Zendesk account.
    2. From the top-right icon, choose Guide:
    3. Now choose Guide Admin at the top:
    4. Click the view icon in the left sidebar:

    5. Click view theme for your active theme:
    6. Click the Edit Code button:
    7. Under Templates, select new_request_page.hbs:

    8. Add this code to the bottom of the HTML:

      <script src="https://zingtree.com/api/zendesk-new-ticket.js"></script>

      Your edited data should look something like this:



    9. Click Publish.
    10. In Zingtree, when launching your form using a Link node, be sure to include #‌session# in the URL. Example:
      https://mydesk.zendesk.com/hc/en-us/requests/new?session_id=#‌session#

     

    Next, install the Zingtree Zendesk App. If you're an Enterprise user, you'll want to do this from the main hub.

    1. Download the app here.
    2. Open your Admin panel in Zendesk, and click Manage under Apps.
    3. Click the Upload App button.
    4. Enter "Zingtree" as the app name.
    5. Click Choose File, and locate the ZIP file you downloaded previously.
    6. Click Upload.
    7. Click the Install button. (Leave the other defaults set.)

    Now, when you're looking at Zendesk tickets, click the Apps button at the top right of the screen to show the Zingtree app. Try it!

    Troubleshooting Tips

    If no Zingtree data appears in the Zendesk ticket, make sure:

    • You are direct linking to the Zendesk form. If you access the support form from a drop-down, then the session data will not be passed along.
    • Make sure the Zingtree Session ID field is a part of your form. This is installed in the default form, but other custom forms may need this manually added. (Note that including the Zingtree Javascript will hide this field from view to your end-users.)

  • Throughout 2022 Zingtree will be upgrading customers to our new faster and more modern user experience! Here's how to tell which experience your Zingtree Authors are currently using.

    Log in to your Zingtree Author account and navigate to My Trees. How does your current My Trees page look?

    Zingtree Classic

    2022-02-25_12-24-51.png

    New User Experience

    mceclip0.png

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